Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count?
Part of our work flow for de-provisioning staff/students is return of district device. If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff). Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/
I would suggest creating a custom view and exclude those Issue Type or Status from that view.
So you can create a view with the filters:
Scenario: agent1 has 20 tickets (say 8 are Lost/Missing) and agent2 has 17 tickets (none are lost/missing). Instead of agent1 getting the next ticket it will go to agent2 as they have the lower active ticket count.
Thank you for providing that scenario. This would be an enhancement request to be able to add conditions based on the availability dynamic.
https://community.incidentiq.com/topic/new?type=idea
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
